MB-240 Exam Question 161
Dispatchers and technicians in Dynamics 365 Field Service want to be able to automatically update work order statuses.
You need to configure the feature to allow the update of a work order based on resource location.
Which feature should you configure?
You need to configure the feature to allow the update of a work order based on resource location.
Which feature should you configure?
MB-240 Exam Question 162
Drag and Drop Question
You are a Dynamics 365 Field Service functional consultant.
Your organization has recently implemented Connected Field Service (CFS) for Azure IoT Hub.
Your organization is using Smart Thermostats to monitor the readings of their cold storage facilities and have registered them as IoT Devices.
If the reading (in Fahrenheit) on the IoT device exceeds 70 degrees, an IoT Alert is generated in CFS.
You need to achieve the following using workflow:
1. If the device reading (in Fahrenheit) is between 70 degrees and 85 degrees, have CFS automatically send a command to remotely reset the device.
2. If the device reading (in Fahrenheit) is greater than 85 degrees, have CFS automatically create a case.
Which three steps should you take in sequence? To answer, move the appropriate actions from the list of steps to the answer area and arrange them in the correct order.
You are a Dynamics 365 Field Service functional consultant.
Your organization has recently implemented Connected Field Service (CFS) for Azure IoT Hub.
Your organization is using Smart Thermostats to monitor the readings of their cold storage facilities and have registered them as IoT Devices.
If the reading (in Fahrenheit) on the IoT device exceeds 70 degrees, an IoT Alert is generated in CFS.
You need to achieve the following using workflow:
1. If the device reading (in Fahrenheit) is between 70 degrees and 85 degrees, have CFS automatically send a command to remotely reset the device.
2. If the device reading (in Fahrenheit) is greater than 85 degrees, have CFS automatically create a case.
Which three steps should you take in sequence? To answer, move the appropriate actions from the list of steps to the answer area and arrange them in the correct order.
MB-240 Exam Question 163
During User Acceptance Testing, mobile technicians receive the message "Contact your administrator for access to your organization's mobile apps." when logging into the Dynamics 365 Field Service mobile app.
You need to determine which areas to update within the mobile project so that technicians can see the appropriate information.
What is a possible way to troubleshoot the issue?
You need to determine which areas to update within the mobile project so that technicians can see the appropriate information.
What is a possible way to troubleshoot the issue?
MB-240 Exam Question 164
Hotspot Question
A dispatcher needs help managing work hours calendar for requirements.
You have the following requirements:
- Add the upcoming holiday calendar for upcoming requirements.
- Add one break time between the shift for 30 mins.
You need to select the correct areas in the image to configure the requirements.
Which two areas should you select? To answer, select the appropriate areas in the answer area.
NOTE: Each correct selection is worth one point.
A dispatcher needs help managing work hours calendar for requirements.
You have the following requirements:
- Add the upcoming holiday calendar for upcoming requirements.
- Add one break time between the shift for 30 mins.
You need to select the correct areas in the image to configure the requirements.
Which two areas should you select? To answer, select the appropriate areas in the answer area.
NOTE: Each correct selection is worth one point.
MB-240 Exam Question 165
Case Study 4 - Contoso Ltd
Company background. General overview
Contoso Ltd. is a leading provider of technology services, with clients all around the world.
Contoso Ltd. has over 1,000 offices globally and over 10,000 employees servicing those buildings, from janitorial service people, repair technicians and new project (office setup, painting, furniture) setup resources. Each day, they dispatch these resources to work on and/or repair items in the cluster of buildings within their geographical area.
The major offices are located in North America, Asia Pacific, Europe, and Latin America.
Company background. Concerns
Contoso Ltd. has several key challenges and issues in managing their day-to-day operations and facilities.
Many of their facilities have issues spanning five-to-ten days, before the proper personnel begins to work on the request. In some cases, issues within their facilities cause significant issues for the employees in the building or cause disruptions to customers. For example: An air conditioning issue causes servers to reach a critical temperature. It forces servers to shut down, and Contoso Ltd. must employ their emergency disruption plans.
Additional concerns:
1. Many different and siloed systems to manage requests, and track history and progress.
2. No concise and definitive processes to log, manage and complete requests throughout the organization.
3. No tools and technology to make technicians more effective.
4. Lack of ease for internal customers to log a request for work, provide updates and track progress.
5. The inability to monitor equipment performance and check for anomalies, and then interpret and act upon the data.
6. Lack of insight of historical details for the technicians and building management.
7. Field technicians experience issues trying to work in areas that do not have internet connectivity. Most of the requests are details within an email. As a result, they always carry paper copies of all the requests.
8. The current system lacks the ability to capture real-time data for system critical components, such as air conditioning and heating units, and energy consumption details.
9. Technicians in the field do not have standard devices. Some have iPhones and Android devices, while some use Windows-based laptops, such as the Surface Pro 7.
Field Service background and pain points
Field Service background and pain points. Scheduling and work orders challenges During several discovery sessions, key users (subject matter experts) mentioned the following areas of operation pain points.
Scheduling and work orders
- Outlook and Excel is used to schedule technicians.
- Technicians receive email appointments with the applicable details, and self-schedule work based on their availability.
- Technicians and contractors work primarily in email, and print out the work order details from the email. This has turned into a large amount of paper work orders with cryptic email notes.
- There is zero reporting or insight, and in-house technicians cannot monitor critical equipment to ensure it is working as expected.
- Since the equipment is not monitored, often the breakdown of equipment is what leads to recognition of a potential issue and the scheduling of a work request.
The implementation team recognized, during the initial implementation, that technicians need access to several custom entities. Without that visibility, the technicians will not be able to complete their work.
Field Service background and pain points. Visibility challenges
Technicians and dispatchers have either limited or zero visibility to:
- Install-base history.
- Real-time readings of equipment.
- Customer Information including detailed request information.
- Customer updates.
- Correct equipment they should be working on. Cannot search or see serial number or barcode of equipment.
There is also no ability to work offline with the data.
Field Service background and pain points. Challenges associated with the team IT staff:
- Are inexperienced when it comes to implementing and managing software implementations, and the ongoing maintenance. They quickly find themselves experiencing issues implementing changes required by the users.
- Struggle with the concept of connected field service. They do not understand the different options, benefits, or the security model.
- Need a solution that can store device data for longer time periods to perform data analysis to better predict device failures.
Technicians:
- Have issues gaining access to the mobile app and receive error messages when trying to connect.
- Cannot access the data offline.
Managers:
- Need mobile access.
- Need access to historical data.
- Need access to a broader and larger amount of data than the technicians.
Field Service background and pain points. Asset management data challenges As a large global company, Contoso Ltd.'s lack of consolidated systems, and systems that track and maintain asset history, has become a significant issue for technicians.
In addition, technicians are constantly being forced to leave in-progress low priority jobs to handle emergency issues. If Contoso Ltd. had the ability to determine when a system would experience a failure, and alert them ahead of time, many of the emergency issues could have been avoided.
This capability needs to be in the new system.
Desired solution and requirements
Desired solution and requirements. Overall Field Service requirements
During requirement gathering workshops, the following high-level Field Service requirements were captured:
- Standardize systems onto a single platform.
- Provide an effective tool for employees and third-party contractors to digitally manage work.
- Streamline the service request process; automating processes where possible.
- Implement Dynamics 365 Field Service Mobile app, along with Connected Field Service capabilities.
* Connected Field Service solution needs to allow for development capabilities, such as sending remote commands.
- Implement scheduling to ensure successful adoption.
- Provide insight and analytics to key personnel.
- Receive automated prescriptive guidance.
Further, there is a need to secure data and access for technicians and management to see only the data they need to see.
Desired solution and requirements. Install-base requirements
1. Access to all service history and historical readings.
2. Access to warranty and service contract details.
3. Proactive monitoring of the install base health, including alerts to the internal call center team.
4. Details of the customer asset, including BOM (bill of material) and various key properties that are maintained over time.
Desired solution and requirements. Connected Field Service requirements
1. Configure and setup Connected Field Service.
2. Implement a solution that will capture large amounts of data to accurately predict failures.
3. The solution should allow for additional developer capabilities.
4. Allow Field Administrators and administrators access to Connected Field Service data.
5. Anomaly detection and auto work order creation.
Each internal technician needs to be immediately notified by mobile phone when assigned work, based on the requirements in the case study.
Which solution will meet the requirement?
Company background. General overview
Contoso Ltd. is a leading provider of technology services, with clients all around the world.
Contoso Ltd. has over 1,000 offices globally and over 10,000 employees servicing those buildings, from janitorial service people, repair technicians and new project (office setup, painting, furniture) setup resources. Each day, they dispatch these resources to work on and/or repair items in the cluster of buildings within their geographical area.
The major offices are located in North America, Asia Pacific, Europe, and Latin America.
Company background. Concerns
Contoso Ltd. has several key challenges and issues in managing their day-to-day operations and facilities.
Many of their facilities have issues spanning five-to-ten days, before the proper personnel begins to work on the request. In some cases, issues within their facilities cause significant issues for the employees in the building or cause disruptions to customers. For example: An air conditioning issue causes servers to reach a critical temperature. It forces servers to shut down, and Contoso Ltd. must employ their emergency disruption plans.
Additional concerns:
1. Many different and siloed systems to manage requests, and track history and progress.
2. No concise and definitive processes to log, manage and complete requests throughout the organization.
3. No tools and technology to make technicians more effective.
4. Lack of ease for internal customers to log a request for work, provide updates and track progress.
5. The inability to monitor equipment performance and check for anomalies, and then interpret and act upon the data.
6. Lack of insight of historical details for the technicians and building management.
7. Field technicians experience issues trying to work in areas that do not have internet connectivity. Most of the requests are details within an email. As a result, they always carry paper copies of all the requests.
8. The current system lacks the ability to capture real-time data for system critical components, such as air conditioning and heating units, and energy consumption details.
9. Technicians in the field do not have standard devices. Some have iPhones and Android devices, while some use Windows-based laptops, such as the Surface Pro 7.
Field Service background and pain points
Field Service background and pain points. Scheduling and work orders challenges During several discovery sessions, key users (subject matter experts) mentioned the following areas of operation pain points.
Scheduling and work orders
- Outlook and Excel is used to schedule technicians.
- Technicians receive email appointments with the applicable details, and self-schedule work based on their availability.
- Technicians and contractors work primarily in email, and print out the work order details from the email. This has turned into a large amount of paper work orders with cryptic email notes.
- There is zero reporting or insight, and in-house technicians cannot monitor critical equipment to ensure it is working as expected.
- Since the equipment is not monitored, often the breakdown of equipment is what leads to recognition of a potential issue and the scheduling of a work request.
The implementation team recognized, during the initial implementation, that technicians need access to several custom entities. Without that visibility, the technicians will not be able to complete their work.
Field Service background and pain points. Visibility challenges
Technicians and dispatchers have either limited or zero visibility to:
- Install-base history.
- Real-time readings of equipment.
- Customer Information including detailed request information.
- Customer updates.
- Correct equipment they should be working on. Cannot search or see serial number or barcode of equipment.
There is also no ability to work offline with the data.
Field Service background and pain points. Challenges associated with the team IT staff:
- Are inexperienced when it comes to implementing and managing software implementations, and the ongoing maintenance. They quickly find themselves experiencing issues implementing changes required by the users.
- Struggle with the concept of connected field service. They do not understand the different options, benefits, or the security model.
- Need a solution that can store device data for longer time periods to perform data analysis to better predict device failures.
Technicians:
- Have issues gaining access to the mobile app and receive error messages when trying to connect.
- Cannot access the data offline.
Managers:
- Need mobile access.
- Need access to historical data.
- Need access to a broader and larger amount of data than the technicians.
Field Service background and pain points. Asset management data challenges As a large global company, Contoso Ltd.'s lack of consolidated systems, and systems that track and maintain asset history, has become a significant issue for technicians.
In addition, technicians are constantly being forced to leave in-progress low priority jobs to handle emergency issues. If Contoso Ltd. had the ability to determine when a system would experience a failure, and alert them ahead of time, many of the emergency issues could have been avoided.
This capability needs to be in the new system.
Desired solution and requirements
Desired solution and requirements. Overall Field Service requirements
During requirement gathering workshops, the following high-level Field Service requirements were captured:
- Standardize systems onto a single platform.
- Provide an effective tool for employees and third-party contractors to digitally manage work.
- Streamline the service request process; automating processes where possible.
- Implement Dynamics 365 Field Service Mobile app, along with Connected Field Service capabilities.
* Connected Field Service solution needs to allow for development capabilities, such as sending remote commands.
- Implement scheduling to ensure successful adoption.
- Provide insight and analytics to key personnel.
- Receive automated prescriptive guidance.
Further, there is a need to secure data and access for technicians and management to see only the data they need to see.
Desired solution and requirements. Install-base requirements
1. Access to all service history and historical readings.
2. Access to warranty and service contract details.
3. Proactive monitoring of the install base health, including alerts to the internal call center team.
4. Details of the customer asset, including BOM (bill of material) and various key properties that are maintained over time.
Desired solution and requirements. Connected Field Service requirements
1. Configure and setup Connected Field Service.
2. Implement a solution that will capture large amounts of data to accurately predict failures.
3. The solution should allow for additional developer capabilities.
4. Allow Field Administrators and administrators access to Connected Field Service data.
5. Anomaly detection and auto work order creation.
Each internal technician needs to be immediately notified by mobile phone when assigned work, based on the requirements in the case study.
Which solution will meet the requirement?